Dulux Decorator Centre has announced a new partnership with last-mile, on-demand delivery network Gophr to expand its ‘Rapid’, sub-two-hour, delivery service on paint, tools and accessories for its customers across the UK.
Dulux Decorator Centre (DDC) operates in over 230 stores across the UK and online. It introduced its Rapid delivery offering in November 2022, and recently won a British Coatings Federation award for Customer Service. The business has also received a number of other recent nominations for additional customer service accolades (see panel below).
The Gophr partnership, one of several that the decorating merchant is announcing to grow its delivery choices for customers, is intended to help expand the availability of sub-two hour deliveries six days per week to almost three-quarters (71%) of its UK customer base. Additionally, a 90-minute turnaround will be available in city centres.
The relationship falls under the remit of ‘Gophr Trades’ – a specialist delivery service provided by Gophr for the construction and DIY industries, as well as larger construction and related trade businesses. The rapid delivery options are said to be a response from DDC to “the ever-changing needs of tradespeople, who are increasingly recognising that same-day, express, delivery can save them both time on site and money on fuel.”
Graham Smith, Strategic Account Director at Gophr, said: “The growing demand for our ‘Trades’ service is indicative of its quality and the value it can add for our partners and their customers. We would like to extend a very warm welcome to Dulux Decorator Centre and its customers as the latest to join our delivery network. We can’t wait to make their working lives easier with our swift and reliable deliveries.”
Guy Butterworth, Managing Director of Dulux Decorator Centre, added: “For us, customer satisfaction is key. Our Customers across the industry are putting increased value on efficiency, time, and convenience. And now more than ever, tradespeople are looking for a wide range of delivery options that work around their schedule – ordering online for collection and delivery to home or project locations is now just as important as visits to store.
“So we are very pleased to partner with Gophr to support us in expanding our new, and enhanced, Rapid delivery service to more of our customers nationwide, in addition to our multiple existing delivery and collection options.”
Dulux Decorator Centre’s dedication to upholding top class customer service has resulted in the company being shortlisted for three UK Customer Satisfaction Awards from the Institute of Customer Service.
It has made the shortlist for Customer Feedback Strategy Award and Customer Focus Award – Large Enterprise whilst Senior Marketing Manager Jo Williams has also been recognised for the Changemaker Award for her positive impact on customer experience through innovative Voice of the Cusomer and Mystery Shopper programes.
MD Guy Butterworth said: “We’ve always made sure that we fully understand our customers’ needs, be that via research, customer service data or ongoing conversations. We are constantly striving to improve and ensure that the needs of all our customers – from decorators to specifiers and more – are listened to, so we can tailor our offering to them.
“With our new customer segmentation approach and our Voice of the Customer programme, we have really amplified putting the customer at the heart of all we do. As a business, we have transitioned away from simply delivering customer service to having a customer centric approach ingrained in our company culture.”
Held by the Institute of Customer Service, the UK Customer Satisfaction Awards for 2024 will take place on 12 March at the Hilton Park Lane in London.
